Return journey on advance tickets did not fully print

[BigCj34]

I was making a return journey from Colchester to London Liverpool Street, both on Advance tickets which were purchased through Traingenius. However when picking up the tickets only the outward ticket printed, and even the collection receipt acknowledges that there was 1 coupon to the value of £6.60 (I paid £13.20 for them both).

I spoke to the Greater Anglia staff who told me to speak to the vendor. In the meantime, I had to pay full price for the return part of the trip. When I contacted Traingenius, they told me to speak to Greater Anglia as they claim it must have been a machine fault, though given the information on the collection receipt I am not sure it is.

Who then is responsible for refunding my ticket?

 

[Bletchleyite]

Did you get two collection codes? Some systems seem to give you one per ticket.

 

[BigCj34]

Did you get two collection codes? Some systems seem to give you one per ticket.

No, just the one.

 

[ForTheLoveOf]

If the collection receipt states that only one ticket was, and was scheduled to be, printed, then clearly this is a problem with Traingenius entering the tickets into the National Reservation System (the system which holds the details of Ticket on Departure bookings awaiting collection) correctly.

I would get back to Traingenius and ask them how it can be GA's fault if the collection receipt clearly states what it does.

If they continue to squabble about over 'whose fault' it is (which is an unbelievable phenomenon rather unique to the rail industry, really - rather than simply reimbursing the passenger and then sorting it internally(!)) - then write a Letter Before Claim to both Traingenius and GA. If they don't pay up, take out a Money Claim Online (County Court claim) against both of them jointly and let the Court decide who's liable (they may decide there's joint and several liability).

 

[najaB]

If they continue to squabble about over 'whose fault' it is (which is an unbelievable phenomenon rather unique to the rail industry...)

Don't let facts get in the way of a rant. I've personally experienced passing the buck outside the railway industry (e.g. retailer blaming delivery company who blame the retailer, or two airlines blaming each other for losing my luggage), and have heard countless other examples from friends and acquaintances.

 

[robbeech]

Don't let facts get in the way of a rant. I've personally experienced passing the buck outside the railway industry (e.g. retailer blaming delivery company who blame the retailer, or two airlines blaming each other for losing my luggage), and have heard countless other examples from friends and acquaintances.

Agreed, this sort of nonsense happens everywhere.

 

[ForTheLoveOf]

Don't let facts get in the way of a rant. I've personally experienced passing the buck outside the railway industry (e.g. retailer blaming delivery company who blame the retailer, or two airlines blaming each other for losing my luggage), and have heard countless other examples from friends and acquaintances.

I note you're not denying it's true: the rail industry is certainly unique in the pervasiveness of the squabbling about. Other industries have it to a more limited extent, but only the rail industry has it so ingrained from the way it was privatised.

 

[najaB]

I note you're not denying it's true: the rail industry is certainly unique in the pervasiveness of the squabbling about.

It is not. As an example, both airlines I noted above acknowledged that my bags were lost, however both refused to compensate me saying that the other was at fault (or, more precisely, both refused to take responsibility).

 

[robbeech]

Courier companies who have what are essentially connections where they change to a different courier for delivery outside the uk are exactly the same.
They will argue between themselves for months and months. Meanwhile the customer has nothing.


Banks with argue with each other over who has the money when something goes wrong internally. This goes on for months and it’s really only the customer that loses out.

There have been endless debates with telephone companies as to who is responsible for a fault. The provider or the person who owns the line. Neither is the customer yet it is the customer who suffers whilst they bicker for weeks on end.

The railway does this too but it is not alone nor does it stand out as being any worse than other organisations whether it be transport related or otherwise.

 

[Wallsendmag]

If the collection receipt states that only one ticket was, and was scheduled to be, printed, then clearly this is a problem with Traingenius entering the tickets into the National Reservation System (the system which holds the details of Ticket on Departure bookings awaiting collection) correctly.

NRS doesn't hold tickets only reservations, you may be thinking of LSM.